ComplaintsforCountry Roads RV Center, Inc.

• Initial Complaint

  07/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a new 2021 Shaste 18FQ travel trailer from Country Roads RV. The freezer door has dripped water condensation onto the bottom refridgerator door since we had it. We have taken it back 3 times to be repaired and each time they failed to fix it. They told me they replaced the freezer door each time. When i tried to contact them through their service adviser in order to get this repaired my messages have been ignored. I sent Country Roads an email and it has been ignored also. I contacted the refridgerator manufacturer,********* the refrigerator factory and was told by the warranty manager Miss ******* ********, Country Roads has not ordered any freezer doors from them as their records show. I feel that Country Roads has deceived me on repairing my camper. Since it has been in their dealership 3 times for attempting to a repair it , I would like to request a new replacement refridgerator be installed in my camper. This leak will eventually lead to floor damage and rust on the bottom refridgerator door. There is no excuse for ignoring a customer that paid in cash up front for a travel trailer.

  

  Business response

  07/08/2022

  We have reviewed Mr **********'s complaint and have investigated.  The seal was replaced once and the door was replaced once.  The last time was in Feb of 2022.  We order parts from three different places, and not exclusively from *********.  ********* would not have a record of all parts we order.  

  The Service Advisor that Mr. ********** has been emailing and texting no longer works here; however, our phones are operational.  We were unaware of any on-going issues for Mr. ********** until this complaint was filed and are unable to assist with a problem if we do not know it exist.

  We have been in contact the distributor for ********* and they are going to reach out to Mr. **********.  Warranty repairs are authorized by Shasta and/or the part manufacturer.  Country Roads RV cannot approve or deny warranty repairs or replacement items.  

  Customer response

  07/11/2022

   I am rejecting this response because:
  
  The management of Country Roads RV appears to put the blame of this all on me whereas their service advisor informed me to contact her at the phone number provided since it was a direct number to the service department.  I had no idea that this lady had quit or was fired from her job as service advisor. I feel that the management if Country Roads should have taken possession of the cell phone in question and responded to my inquiries. I feel they should offer an apology for not managing their service department in a better manner. This complaint would have never been filed had they not ignored my phone calls and also ignored the refridgerato manufacturer who by the way was working with me to get the problem repaired. I felt like Country Roads RV was trying to avoid me bringing my camper back to them because they could not or did not have a service mechanic that was capable of repairing it. I feel that they thought it would just blow over and I would go away. Listen I am not a bad person or bad customer. All I wanted was my refrigerator  leak repaired and if they had answered my calls and messages all this would have never happened. 

  ***** ********** 

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